237 results found
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Engage Voice | Audit report for for Agent's who got logged off.
An additional Audit Report for Agent's who got logged off all of a sudden. This report should have the timestamp and the reason for disconnection.
1 vote -
Create Security Groups for restricting and granting access to phone numbers / Caller IDs
Employess shouldn't have access to phone numbers not assigned to them. Conversley we need the ability to grant accesss to Phone Numbers/Caller IDs to users even if the phone number is not directly assigned to them,e.g, some users should have the abitity to use the main company number for making calls, sending texts, or make calls on behalf of a queue even when they aren't a member of the queue.By default users should only have access to Phone numbers directly assigned to them.Give admins the abitlity to create security groups for phone numbers and add users to them, allowing those…
22 votes -
Develop time zone restrictor API for system generated callbacks
Please implement an API (or update to the callback programming) that would restrict outbound system generated callbacks by time zone. The goal of this update/API would be to limit the ability to launch a requested callback to an area code outside of legislated calling hours for that area code.
3 votes -
Add Agent State Change Report to Historical reporting platform
This is another consideration for the historical reporting platform after the Prebuilt reports are gone. This report is very useful for the call center supervisors to get a granular detail of the agent behavior, especially when agents are being suspected of not adhering to call center expectations. A report of this sort is absolutely a necessity in a call center environment. Please add this report or similar to the historical reporting.If possible, please consider the addition of the ANI or Call UII (preferably both) to the report.
6 votes -
Modify From Address for Email Channels
For an email channel set up using IMAP/SMTP on Engage Digital add a way we can modify the email address the emails are sent from, even if doesn't match the one of the IMAP/SMTP settings. Similarly to how email templates function in Engage Voice.
3 votes -
Character limitation Engage Digital
Engage Digital has a global character limitation of 262,144 characters on an agent message. This is fine if the messages were going out as plain text. Our business requirements require us to send multiple quotes in HTML format within the body of the message. We discovered the HTML formatting syntax counts against the character limitation. We've had an instance where we had 385,947 characters in one message. Is it possible to increase the global limitation to 500,000 or 1 million characters?
3 votes -
wanted to have options for the transfer the call for the 2 participant that she merged call
wanted to have options for the transfer the call for the 2 participant that she merged call
3 votes -
Engage Voice | Ability to keep the OffHook Calling feature enabled
The customer is requesting to have the ability to control the OffHook calling disabled for the agents. As of the moment if the permission "Allow OffHook Calling" is disabled, the application remains disconnected and users are not able to receive calls from the Campaign dialers.If we enable the permission, the users are able to toggle it off and on. Customer do not want their agents to toggle it off and on and just wants to keep it on (Connected).
1 vote -
Engage Voice - Interactions Details Report - add ability to filter by UII
Please add the ability to filter by UII to report.Currently can only filter by UII Date, UII Time, UID. Exporting report into Excel as a "number, 0 decimal places" adds 0000s to UII, therefore changing the number and negates the ability to search for a specific UII.Thank you
3 votes -
Add fields from Prebuilt reports to Historical reports
With the sunset of Prebuilt reports, please add the following fields to the Historical reporting platform:"Agent Call Notes" and "Is Callback" from the Prebuilt Inbound Call Detail report."Logout DTS" from the Prebuilt Agent Session report
5 votes -
ENGAGE VOICE predictive dialer
When the predictive dialer (with voicemail detection on) detects a voice mail and leaves an automated message, the system disposition is set to "MACHINE" and the lead status is set to "COMPLETE". We do not want these leads to be considered complete.We would like to have a separate option for predictive dialer (with voicemail detection on) when it detects a voice mail and leaves an automated message.There should be another option aside from being tagged as complete.
3 votes -
Dialable leads, populate only what is available to be called.
Currently the dialable leads by time zone shows all leads loaded in the list, even states that were excluded in Dial Plans. We would like the dialable leads to show only what is available to be called, meaning it should not include any states excluded that day.
4 votes -
Lead search: Add the ability to exclude a state when searching
We would like the ability to exclude a state when searching for leads. Currently we can filter by state if we want to see a single state, but can not exclude a state.
4 votes -
Replace busy signal from carriers with announcement(s)
Currently there are several situations where carriers can provide response messages and these are collectively returned as busy signals. This can be seen with the provider Outreach.
12 votes -
In the call history, display the ability to see the duration of every call
Right now you have to click into each call to see call duration, which is time consuming. It would be nice to see the durations of all calls on the main page
2 votes -
Agent Login Time Historial report log time in a hours and minutes decimal instead of showing days hours minutes and seconds instead of s...
...howing days hours minutes and seconds.. I'd like to see about getting the Agent Login Time Historial report to show times with hours and minutes in a decimal format instead of showing days hours minutes and seconds. I have tried to change the format to both Decimal (1) and Decimal (2) neither of which changes it into the decimal format we need.
2 votes -
admin
For the admin page for EV when pulling up the accounts can the admins only for that account pull up rather than having all admins on C01 or C02 pull up? We could also use it for security reason too as they can have an Id associated with the admin and they have to give us ttheirhere ID
8 votes -
Ability to insert pictures and links in email templates
We do all outbound calling for a number of clients who do fundraising. It would be nice to have the ability to add the company's logo to the emails we send out to their donors. It would also be great to have the ability to insert donation links into the emails for the donors to be able to access the clients donation pages.
1 vote -
Allow data collected from scripts to be included in reporting in Historial reports
With the sunset of Prebuilt reports it is a necessity to have data collected from the script into the historical reports such as the Interactions report which already includes all ACD data but not the ability to import script data.
1 vote -
Engage Voice FedRAMP certified
Engage Voice FedRAMP certified is a deal braker for ALL GOVERNMENT ACCOUNTS as of Jan 2022.This means we can't get this accounts at all. These are 10 year contracts and when the window closes, your may never get e second chance.Please talk with Matt Foosaner with Ring Central SLEDMatt.Foosaner@ringcentral.com
1 vote
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